Item: ClientSuccess
Rating: 8
Author: Jesse Brightman

Use Cases and Deployment Scope

Currently my team is using ClientSuccess to keep track of customer engagements, and get alerts based on actions/inactions, allowing us to:

1. Be more proactive in servicing our customers
2. Get a holistic picture of account health

We are working on running our renewals process/playbooks through ClientSuccess, while also running forecasting out of the system, too.

Pros and Cons

UI - the tool is simple and easy to use. For the most part, everything works as expected
Team - the CS and support teams are great to work with
CSM DNA - the team has a great DNA and experience in customer success, which shows in their product.

ClientSuccess could have a stronger health score capability.
ClientSuccess' success cycles do not have dates/timelines that automatically adjust so that if one timeline gets shifted, everything "should" move, but it does not.
The salesforce integration could be stronger.

Alternatives Considered

ChurnZero and Gainsight

ClientSuccess has less amount of features and less "horsepower," however that simplicity is something that has helped us in our early days.

ClientSuccess is great for teams who need to standardize processes and need a high-level view of how a customer is performing, where they are in the lifecycle, and how a customer should be serviced. It's suitable for teams and leaders who want all access to all information.

Where it is less appropriate is for larger account management where you may have many business units under one larger account umbrella.

Good software - Exactly what we need and nothing more.

Overall Satisfaction with ClientSuccess

Use Cases and Deployment Scope

Pros and Cons

Return on Investment

Alternatives Considered

Other Software Used

Likelihood to Recommend

ClientSuccess Feature Ratings